As a marketing executive, the company’s P.R. & marketing for the Tomato Encrusted Salmon and the Culinary Classics product line is some of the best I’ve seen. Rachel Ray’s Everyday food, Men’s Health, among others and the enormous effort made in the trade press speaks to its strong PR strategy.

Here’s the “but.” A great PR campaign defeats its purpose when the product is impossible to find and the company offers no assistance in finding it. I’ve been looking for the product for almost two years. I discovered it on a trip to So. Florida (Target) and despite an enormous effort on my part, cannot find it (Boston, MA area).

I’ve called the company multiple times, I’ve commented in bite of the best blog and have called Target 8 times; Walmart 4 times (based on direction from Seapak in bite of the best); spent hours on line searching and still can’t find it.

I’ve asked both Target and Walmart if they would special order it for me (no – and neither has it online). I’ve tried Whole Foods. I’ve even tried to see if I could get it through grocery stores that carry the Sea Pak line – no, again.

At $300/hr (my hourly rate), I’ve calculated that I’ve sacrificed about $15,000 in income based on the time spent trying to find the product. If that’s not the sign of a good, loyal (maybe even a bit obsessive) customer Sea Pak should bend over backwards to help, then it might be time to turn off your ovens.

A great customer experience and getting a customer for life and are the cornerstones of my marketing. I know first hand the flip side means a bad or frustrating customer experience will result in losing that customer for life – especially after 2nd, 3rd, and more chances.

I understand the complexities of food & grocery distribution. But as a responsible manufacturer with a good marketing instinct, Seapak Shrimp Co. should be able to get deliver and find a way to get the product into a devoted customer’s hands – no more hours on the web, no more phone calls to Target, no more trips to Whole Foods, or Walmart (if you’ve ever tried to call a store and ask – forget it). I know, I’ve done it and if the compnay is committed to its customers, Seapak will find a way to get the product in my hands (and freezer).

Before losing a customer, I’m asking Seapak Shrimp Co. to step in to get the product for me and a source to continue to get it – either locally or from a retailer – on or offline – who will ship it to me. I’m more than willing to pay the cost of shipping – if that’s what it takes.

Jenna, I’d appreciate your sharing this with the executives in the organization and have someone contact me. Finding a product shouldn’t be this hard or take years not to mention the effort. Most customers wouldn’t go to the extreme I have.

Thanks very much – my email address is listed above but in the event it’s not communicated directly to you, it’s info@zing2market.com. i’d be more than happy to share other contact information when appropriate.

Thank you – almost a lost customer who loves your product!

Barbara